Small Business Group Quality Lead

Há 3 dias

Sao Paulo, Brasil Meta Tempo inteiro

**Small Business Group Quality Lead - Americas Responsibilities**:

- Manage the process and framework for gathering customer experience inputs and insights for the North America and Latin America business
- Manage Quality operations for the Americas outsourced vendors. Ensure Quality Assurance teams execute on coaching and audit expectations. Monitor effectiveness of quality initiatives, identify gaps and implement actions with vendor leadership
- Deliver strategic recommendations to business and cross-functional teams to enable small business growth across Meta’s platforms e.g. customer journey mapping, product recommendations
- Chair large quality assurance calibration sessions with internal stakeholders and vendors, resolving differences and providing clarity to drive alignment
- Build strong relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments
- Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action
- Monitor outsourced partners compliance, adherence, and productivity
- Manage independent auditing programs and workforces
- Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal
- Develop and assess customer experience through direct contact interactions and trend analysis
- Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions
- Provide thought leadership and advocate for small businesses

**Minimum Qualifications**:

- Bachelor’s Degree
- 5+ years of work experience in consulting, vendor management, operational strategy or sales coaching
- Fluent in English and Portuguese
- Experience communicating and presenting insights and recommendations to executive teams
- Experience leading and influencing cross-functional teams and aligning partners to shared goals
- Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management)
- Operational and project management experience running strategic projects with cross-functional teams
- Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners
- Experience shifting priorities, while maintaining organization and control

**Preferred Qualifications**:

- Degree in Business or related field
- Fluent in Spanish
- Experience with inside sales, outsourced sales or account management capacity
- Experience of sales-program quality assessment or sales development training
- Advanced Excel experience - familiarity with pivot tables, lookups, revenue trend analyses
- Moderate SQL experience extracting data from large databases
- Customer journey mapping and/or process mapping experience
- Demonstrated ability to work autonomously and proactively

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